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Mobal.com
Contact Us
My Account

Shipping

3

Age Restrictions (18+) for Voice products
Shipping Options
Uploading Your I.D.

Collection

3

Age Restrictions (18+) for Voice products
Changing Collection Date / Location
Collection Point Information

Returns

1

Money Back Guarantee

Login Details

3

Changing Your Email Address / Password
Forgotten your password?
Login Issues

Account Holder

1

Account Ownership / Name Changes

Account Closure

1

Closing your Mobal Account

General Information

3

Emails You Will Receive
Refer a Friend
What’s “MyAccount”?

Your Billing Details

2

Cash Payments
Updating Your Billing Details

Charges

7

¥100 Authorization Charge
Cash Payments
Check Your Usage Rates
How am I billed for my plan?
How to view my charges?
Unexpected Charges
What currency am I billed in?

Billing Issues

8

¥100 Authorization Charge
Declined Charges
Disputed Charges
Issue Updating Billing Information
PayPal Payment Issues
Refunded Transactions
Unexpected Charges
Why am I being asked for a Pass code? (3DS)

Security

4

Age Restrictions (18+) for Voice products
Contact Methods Mobal Uses
Keeping Your Mobal Account Secure
Reporting Lost / Stolen Items

Voice Capable SIMs / eSIMs and WiFi Devices

2

Activation Requests
Activation Times

Data-Only SIM Cards

1

Activation Requests

Data-Only eSIMs

1

Activation Requests

SIM Cards

2

Installing Your SIM
SIM Card Size

Voice Capable eSIMs

1

Installing Your Voice+Data / Voice Lite eSIM

Data-Only eSIMs

2

Data-Only eSIMs purchased for others
Installing Your Data-Only eSIM

WiFi Device

1

Device Information

Plan Changes

4

Cancel Pending Request
Extension Requests
Increasing Your Data Allowance
Plan Upgrades / Downgrades

Termination / Suspension

4

Cancel Pending Request
Reporting Lost / Stolen Items
Suspension Requests
Termination Requests

Reactivate

1

Reactivate Your Plan

Phone Number

3

Phone Number already in use
Phone Number Type
When will I receive my number?

Placing Calls

4

Calling Emergency Services
Calls to Toll Free Numbers/Collect Calls
Country Codes
How To Place Calls

Receiving Calls

1

How Contacts Call You

Usage Rates

1

Check Your Usage Rates

Voicemail

1

Voicemail Information

Phone Number

2

Phone Number Type
When will I receive my number?

Sending Text Messages

2

Country Codes
How To Send SMS Messages

Receiving Text Messages

1

How Contacts Send You SMS Messages

Usage Rates

1

Check Your Usage Rates

Android

1

Data Settings (Android)

iPhone

1

Data Settings (iPhone)

MiFi Devices

1

Data Settings (WiFi/MiFi Devices)

Data Allowance

2

Increasing Your Data Allowance
Tracking Your Data Usage

Data Speeds

1

Expected Data Speeds

Activation / Connection Issues

10

Deleted eSIM
Error Codes (WiFi Device)
eSIM “Code is no longer valid” Error Message
eSIM Installation Issues
eSIM stuck on “Activating” status (iPhone)
No Signal / Network Connection
Pin / Password Locks
SIM Not Supported (iPhone)
What’s an “EID” and how to find it? (eSIM only)
What’s an “eSIM Access Code”?

Data Issues

9

2GB Data Warning (Android)
Can’t Create / Save APN Profile (Android)
Can’t use Cellular Data
Error Codes (WiFi Device)
Hotspot / Tethering Feature
Issue after switching back to Domestic SIM (iPhone Users)
Issues outside of Japan (International Roaming)
PDP Authentication Failure (iPhone Error)
Slow Speeds

Calling Issues

4

Calling / VoLTE Issue (Softbank)
Issues outside of Japan (International Roaming)
WiFi Calling
Xiaomi Phone – Calling / VoLTE Issues (Softbank)

Text Message Issues

3

Issues outside of Japan (International Roaming)
LINE App – Age Verification Issue
MMS Messaging Not Supported

Compatibility

5

Compatibility Checks
Locked Phone
Pin / Password Locks
SIM Card Size
What’s an “EID” and how to find it? (eSIM only)

Coverage & Frequencies

2

Coverage & Frequency Info
International Roaming Not Supported

Emergencies

3

Calling Emergency Services
Can I receive Emergency / Earthquake Alerts?
Reporting Lost / Stolen Items

Miscellaneous

3

Phone Number already in use
Using WhatsApp
Voice+Data / Voice Lite (Product Comparison)

Lost / Stolen Reports

1

Reporting Lost / Stolen Items

Phone Number Transfer

2

Mobile Number Porting (MNP) Requests
Transfer Phone Number – Mobal SIM to Mobal eSIM (or vice versa)

Device Transfer

1

New Phone – Transferring eSIM / SIM Card

Replacements

3

Converting SIM Cards to eSIMs (or Vice Versa)
Deleted eSIM
Switching between Voice Lite & Voice+Data services

Home
Support

getting started

What’s “MyAccount”?
Activation Requests
Activation Requests
Activation Requests
Compatibility Checks
Data Settings (Android)
Data Settings (iPhone)
Country Codes
How To Place Calls
Installing Your Data-Only eSIM
How To Send SMS Messages
How Contacts Send You SMS Messages
When will I receive my number?